Purpose:
A guide for NDIS Support Coordinators to maximise billable hours compliantly for disengaged participants, including those with adequate funding, no funding, or exhausted funding awaiting a plan rollover, by using background tasks that directly benefit participants.
Overview
This guide outlines compliant, billable background tasks for NDIS Support Coordinators when participants are unwilling or unable to engage. This includes those with adequate funding, no funding, or exhausted funding nearing a plan rollover. Tasks align with NDIS guidelines, focusing on participant benefit without requiring their active input.
Compliance Principles
- Direct Benefit: Bill only for tasks that directly benefit the participant. Internal admin and unrelated training are not billable.
- Transparency: Clearly document background tasks in service agreements and maintain accurate records.
- Participant Focus: Act in the participant’s best interests and align all work with their NDIS goals and outcomes.
- Consent: Engage carers or family members for input where appropriate, with participant or legal guardian consent.
- Plan Rollover: For participants with exhausted funding, tasks can be billed post-rollover if the new plan includes Support Coordination funding and references the service agreement.
Billable Background Tasks
The following tasks can be performed without direct participant engagement. They are applicable to participants with funding, no funding (to be billed once funding is approved in some cases), or exhausted funding (to be billed after rollover).
NDIS Plan Analysis and Optimisation (1–2 hours)
Description:
Review the participant’s plan for underutilised supports, funding gaps, or alignment with goals. For rollover participants, prepare recommendations for their next plan.
Why Billable:
Ensures effective and efficient plan usage.
Tasks:
- Cross-check plan goals with NDIS Price Guide
- Analyse usage reports
- Draft optimisation notes and recommendations
- Consult carers for updates
Timeframe:
Monthly, quarterly, or 56 days before review.
Provider Research and Coordination (1–3 hours)
Description:
Research suitable NDIS or mainstream providers, contact for availability, and confirm agreements.
Why Billable:
Ensures participant access to suitable services and continuity of care.
Tasks:
- Search NDIS Provider Finder
- Request quotes and availability
- Update bookings in the portal
- Resolve minor service issues
- Verify provider compliance
Timeframe:
Monthly or as required.
Crisis Plan Development/Review (1–2 hours)
Description:
Draft or update participant crisis plans using medical records or carer input.
Why Billable:
Prepares participants for unforeseen circumstances.
Tasks:
- Review records to identify risks
- Document key contacts and protocols
- Liaise with carers for updates
Timeframe:
Annually or as needed.
NDIA Report Preparation (1–3 hours)
Description:
Prepare required NDIA reports (implementation, reassessment) using portal data and feedback from providers or carers.
Why Billable:
Maintains plan compliance and supports reviews.
Tasks:
- Analyse plan utilisation data
- Gather provider input
- Complete NDIA templates
- Review past reports for trends
Timeframe:
Quarterly, annually, or 56 days before review.
Capacity-Building Resource Research (1–2 hours)
Description:
Research skill building programs aligned to participant goals.
Why Billable:
Promotes independence and choice and control.
Tasks:
- Search approved programs or community services
- Contact providers for eligibility
- Compile resource lists
Timeframe:
Quarterly.
Pre-Reassessment Preparation (1–3 hours)
Description:
Gather evidence and draft recommendations for reassessments.
Why Billable:
Ensures readiness for plan reviews.
Tasks:
- Review plan goals and funding history
- Request updated reports from health professionals
- Draft reassessment notes
Timeframe:
56 days before review.
Mainstream Service Mapping (1–2 hours)
Description:
Map mainstream and community services outside NDIS.
Why Billable:
Expands participant access to supports beyond funded services.
Tasks:
- Research services (e.g., Centrelink, housing, mental health)
- Verify eligibility criteria
- Compile and document options
Timeframe:
As needed.
Service Agreement Review and Maintenance (0.5–1 hour)
Description:
Ensure agreements remain aligned to participant goals and current providers.
Why Billable:
Supports compliant service delivery.
Tasks:
- Review terms and performance
- Update the portal with changes
- Address compliance gaps
Timeframe:
Monthly.
Goal Alignment Research (1–2 hours)
Description:
Identify new supports or services that align with evolving participant goals.
Why Billable:
Ensures plans remain relevant to participant needs.
Tasks:
- Review goals and identify gaps
- Research new options and document findings
Timeframe:
Quarterly.
Strategies for Participants with Exhausted Funding (Pre-Rollover)
- Document tasks in service agreements and bill them post-rollover using new plan funds.
- Engage carers for input to keep work aligned to needs.
- Liaise with NDIA to confirm reassessment timelines and align tasks to the 56-day window.
- Prioritise tasks with high impact and defer others until funding is confirmed.
Strategies for Unfunded Participants
- Prepare access request evidence (e.g., medical reports), billed post-funding.
- Identify free community/government supports to meet interim needs.
- Research advocacy services to support funding applications.
Example Billing Plan
Funded Participant (Monthly):
- Plan analysis: 1 hour
- Provider research: 1.5 hours
- Crisis plan review: 1 hour
- Service agreement check: 0.5 hour
- Total: ~4 hours
Funded Participant (Quarterly):
- NDIA report: 2 hours
- Reassessment preparation: 1.5 hours
- Goal alignment research: 1 hour
- Total: ~4.5 hours
Unfunded Participant (Post-Funding):
- Access request preparation: 2 hours
- Mainstream service research: 1 hour
- Advocacy preparation: 0.5 hour
- Total: ~3.5 hours
Exhausted Funding (Post-Rollover):
- Plan analysis: 1 hour
- Provider research: 1.5 hours
- Crisis plan review: 1 hour
- Service agreement check: 0.5 hour
- Total: ~4 hours monthly
Maximising Billable Hours
- Prioritise funded or rollover participants first.
- Batch similar tasks across participants to save time.
- Use portal tools and templates for reporting efficiency.
- Engage carers (with consent) to fill information gaps.
- Monitor plan budgets to avoid over-servicing.
Addressing Disengagement
- Keep carers informed (with consent) of proactive work.
- Frame work as preparing for seamless support once the participant re-engages.
- Document all contact attempts and outcomes.
Compliance Tips
- Service agreements should clearly include background and indirect tasks and explain billing after rollover or funding approval where applicable.
- Maintain dated, detailed logs of all work, including task purpose, duration, and outcomes.
- Obtain and document participant or carer consent for indirect tasks if necessary.
- Avoid billing for unnecessary or irrelevant work.
- Verify with NDIA if needed that pre-rollover tasks can be billed once funding resumes.
Conclusion
For disengaged participants, background tasks such as plan analysis, provider research, crisis planning, reporting, reassessment preparation, and mainstream service mapping can be billed compliantly when documented and aligned with participant goals. For unfunded or exhausted funding scenarios, work can be billed once funding resumes if agreed in advance. Maintain clear communication, robust records, and transparency in service agreements.